FAQ - Returns & refunds

Items purchased online may be returned via post mail CELINE.com (by scheduling a pickup at no charge)

 

TO SCHEDULE A PICKUP AT NO CHARGE:

1 - VISIT WWW.CELINE.COM/RETURNS. ENTER YOUR ORDER NUMBER AND EMAIL ADDRESS ASSOCIATED WITH YOUR ORDER. SELECT THE ITEMS YOU WISH TO RETURN, THEN PRINT THE RETURN LABEL AND DOCUMENTS FOR STEP FOUR.
2 - CAREFULLY REPACK YOUR ITEM(S) AS THEY WERE DELIVERED TO YOU (WITH PROTECTIVE WRAPPING, PILLOWS, ETC) TO AVOID DAMAGE IN TRANSIT. PLACE THIS FIRST PAGE (THE RETURN NOTE WITH CELINE LOGO) INSIDE THE PARCEL. CELINE WILL BE UNABLE TO GRANT REFUNDS ON ITEMS NOT RETURNED IN PERFECTLY SELLABLE CONDITION.
3 - SCHEDULE YOUR PARCEL PICKUP BY VISITING CELINE.COM/DHL AND SELECTING YOUR COUNTRY FROM THE DROP-DOWN MENU. CLICK THE TAB “SCHEDULE A PICKUP”. SELECT “NO” WHEN ASKED IF YOU NEED TO CREATE A NEW SHIPPING LABEL. THEN ENTER THE WAYBILL NUMBER FOUND ON THE RETURN LABEL YOU PRINTED AND COMPLETE THE REST OF THE FORM.
4 - UNDER THE PRE-PAID RETURN SHIPPING LABEL (EXPRESS WORLDWIDE), SIGN THE AGREEMENT TO DHL’S TERMS AND CONDITIONS. THEN SIGN THE RETURN COMMERCIAL INVOICE (3 COPIES, LAST 3 PAGES); YOU WILL HAND THESE TO THE COURIER FOR CUSTOMS PURPOSES.
5 - AFFIX THE PRE-PAID RETURN SHIPPING LABEL (EXPRESS WORLDWIDE) TO YOUR PACKAGE AND HAND IT TO THE DHL COURIER AT PICKUP. THE COURIER WILL SCAN YOUR PARCEL AND ACTIVATE YOUR RETURN TRACKING NUMBER (WAYBILL NUMBER) SO YOU MAY TRACK YOUR SHIPMENT.

If you wish to return an item, please contact our Client Service within 14 calendar days from the date of delivery.

Articles must be unworn, unused and in sellable condition, with all original tags attached. They must be accompanied by the return request form included in the original order.

Personalized, altered, and made-to-order items are not eligible for return.

FRAGRANCES AND CANDLES THAT ARE NOT RETURNED IN THEIR ORIGINAL PACKAGING (CLEAR PROTECTIVE FILM OR STICKER INTACT) WILL BE REFUSED. YOU MAY KEEP THE COMPLIMENTARY SAMPLES INCLUDED IN YOUR FRAGRANCE PURCHASES TO TEST SCENTS BEFORE UNSEALING THE FRAGRANCE BOTTLE.

Please note that refunds may take several working days to appear in your account, depending on your credit card issuer.

You may use other postal services at your own risk. CELINE is not liable for goods returned using any method other than our collection service.

RETURNED ITEMS MUST BE UNWORN, UNUSED AND IN SELLABLE CONDITION WITH ALL ORIGINAL TAGS, ACCESSORIES AND PACKAGING WITH THE EXCEPTION OF EARRINGS, SWIMWEAR, BOXERS AND SOCKS DUE TO HYGIENE STANDARDS. THE REMOVABLE SEALS ATTACHED TO CERTAIN PRODUCTS MUST BE ABSOLUTELY KEPT ON.

 

INCOMPLETE, DAMAGED, WORN, SOILED, ALTERED AND PERSONALIZED ITEMS WILL NOT BE ACCEPTED FOR RETURN.​ ​

 

LEATHER GOODS AND BELTS MUST BE TRIED ON GENTLY AND RETURNED WITHOUT SCUFFS, CREASES AND SCRATCHES TO THE LEATHER AND METAL HARDWARE.​ ​

 

HEADWEAR INNER RIM AND READY TO WEAR MUST BE FREE OF COSMETICS STAINS AND SNAGS.​ ​

 

SHOES MUST BE TRIED ON CLEAN, DRY AND NON-ABRASIVE SURFACES TO PREVENT IRREPARABLE DAMAGE TO THE SOLES AND RETURNED WITHOUT CREASES ON ANY PART OF THE SHOE.​ ​

 

EYEWEAR CANNOT BE RETURNED AFTER FRAMES HAVE BEEN FITTED WITH PRESCRIPTION OR REPLACEMENT LENSES. LENSES AND FRAME MUST BE FREE OF SCRATCHES.​

CELINE WILL DO EVERYTHING POSSIBLE TO ENSURE YOU ARE PROMPTLY REFUNDED.​ ​

 

RETURNS WILL BE CONSOLIDATED IN A TRANSITION HUB AND WILL ARRIVE AT CELINE RETURNS HUB FOR QUALITY INSPECTION ASSESSMENT. PLEASE NOTE THAT THIS PROCESS CAN TAKE 4-6 BUSINESS DAYS UPON ARRIVAL.​ ​

 

WE WILL PROCESS THE REFUND ON YOUR ORIGINAL PAYMENT METHOD WITHIN 4 BUSINESS DAYS. A CONFIRMATION EMAIL WILL BE SENT TO YOU ONCE YOUR RETURN HAS BEEN COMPLETED AND YOUR ACCOUNT HAS BEEN CREDITED.​ ​

 

PLEASE NOTE THAT REFUND MAY TAKE SEVERAL BUSINESS DAYS TO APPEAR IN YOUR ACCOUNT, DEPENDING ON YOUR BANK.​ ​

 

PLEASE CONTACT OUR CLIENT SERVICE IF YOU HAVE ANY QUESTIONS.​

For security reasons, we are only authorized to refund to the original method of payment used for the purchase.

CELINE offers free express shipping.

 

There are no return costs, as complimentary prepaid labels ARE GENERATED AT RETURN CREATION.

Please contact OUR CLIENT SERVICE so we can forward you a printable prepaid return shipping label by email. You will need a printer to print the replacement return label.

WE RECOMMEND YOU TO ONLY USE OUR PREPAID RETURN SERVICE BY DHL EXPRESS. CELINE IS NOT LIABLE FOR GOODS RETURNED USING ANY METHOD OTHER THAN OUR COLLECTION SERVICE WITH THE PREPAID RETURN SHIPPING LABEL.

UNFORTUNATELY, NO ONLINE PURCHASES CAN BE RETURNED OR EXCHANGED IN A CELINE STORE FOR NOW.